SAN DIEGO, CA — (Marketwired) — 08/01/13 — SoCoCare today announced it has launched SoCoCare for Service Cloud on salesforce.com-s AppExchange, empowering businesses to connect with customers, partners and employees in entirely new ways. The SoCoCare integration with Service Cloud boosts efficiency for social care agents by bringing Natural Language Processing, social spam elimination, sentiment scoring and automatic topic clustering to Salesforce.com
Built on the Salesforce Platform, the world-s leading cloud platform for social and mobile business apps, SoCoCare for Service Cloud is currently available on the AppExchange at .
“We are enthused about bringing our Natural Language Processing capabilities for social care to the Service Cloud platform,” said Lance Fried, CEO of SoCoCare. “Now existing Salesforce customers can take advantage of our social spam elimination, sentiment and clustering right inside of the Service Cloud agent console.”
“Companies are looking to transform the way they connect with customers, partners and employees to thrive in the social era,” said Leyla Seka, vice president AppExchange and Partner Operations, salesforce.com. “By leveraging the power of the Salesforce Platform, SoCoCare provides customers with the right social cloud technologies needed to accelerate business success.”
Service Cloud customers will continue to use their native Service Cloud Agent Console, which will be populated with new custom fields and icons provided by SoCoCare.
SoCoCare for Service Cloud uses Natural Language Processing and Business Rules engines to automatically eliminate social spam, while also categorizing and filtering customer service items. In addition to social spam, the system automatically rates the sentiment of social posts and characterizes the topics and business issues contained in each post. All of these attributes can be used as triggers to fire rules and configure agent routing, making for an efficient way to prioritize social interactions.
The Salesforce AppExchange is the world-s leading business apps marketplace. With more than 1,800 partner apps and 1.7 million customer installs it is the most comprehensive source of social and mobile cloud apps for business. The Salesforce Platform is the world-s most trusted and comprehensive cloud platform for building social and mobile cloud apps, powering Salesforce CRM, and more than 3 million custom apps built by customers and partners. Apps built on the Salesforce Platform can be easily distributed and marketed through salesforce.com-s AppExchange.
Salesforce, AppExchange and others are trademarks of salesforce.com, inc.
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today-s socially connected, smartphone savvy, and generally demanding customer. Learn more at .
Sarah Rolfing
SoCoCare
(949) 201-9377
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